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WFM Pro - Ability to filter by team member in requests

It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the s...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

Integration with Keap

Allow a Google add on to integrate with Keap seamlessly
Ron Gallichio 3 months ago in RingCentral Integrations 1 Future consideration

WFM Pro - Ability to generate a new schedule for one or selected team members.

It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instanc...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to set up approval rules for activity codes other than Out of Office

Be able to setup approval rules for other activity codes other than out of office requests. That way we could automate approvals for activities such as overtime, trainings based on staffing levels.
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Have some place that shows what weekly rule a team member is assigned to.

Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

WFM - Add ability to map multiple activity codes in schedule to acd events

When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out mult...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

Please add multiple save options once an evaluation is complete.

Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.
Phylicia Clemons 3 months ago in RingCentral Contact Center 1 Future consideration

Please add the Skill Type and the Team to the Interaction Details on the call recording.

This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
Phylicia Clemons 3 months ago in RingCentral Contact Center 1 Future consideration

Show the number of evaluations that have been completed in the Performance Monitoring next to the average score.

Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.
Fatima Gonzalez 3 months ago in RingCentral Contact Center 1 Future consideration

On all UI screens make them expand as the available real estate expands.

Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.
Will Snyder 3 months ago in RingCentral Contact Center 1 Future consideration